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Fall 2009


John Self, PhD

Office: 79B-2105 HRT 101-2
Telephone: (909) 869-4865 Tuesday & Thursday
E-mail: Time: 1:00- 2:50 p.m.
Website: Blackboard Room: 79A-1263
Office Hours:
M and W 10:00 – 12:00
T 12:00 – 1:00
And by appointment

Note: Use your email for all correspondence related to this class.
Only emails from your CSU email will be answered and considered for course purposes.

CATALOG DESCRIPTION: An overview of the hospitality industry with an emphasis on career opportunities,
customer service, and personal success strategies. Brief history, description and interrelationships of key leisure industry
segments emphasizing the application of technology, ethics, leadership, teams, critical thinking, and service standards for
the restaurant, hotel, and travel-related businesses.

Required: (1) Introduction to Hospitality Management by John Walker newest edition (3rd edition)
(2) I-Clicker
i-clicker is a response system that allows you to respond to questions I ask during class; you will be
graded on that participation. Each clicker has a unique serial number on the back of the remote. It is a
good idea to place a piece of scotch tape over that bar code and ID to preserve it. In order to receive
credit for your votes, you will need to register your i>clicker remote in class. I-clicker will be used every
day in class, and you are responsible for bringing your remote daily.

Students will become familiar with hospitality issues and course content through assignments and reading material.
A. Instructor will provide additional information in a Lecture/Discussion format, which might include videos,
exercises, guest speakers, case studies and field research projects.
B. Instructor will introduce particular topics, clarify readings, identify major issues of significance, and indicate the
focus of class discussion.

Upon completion of this course, students will have developed the following understanding and competencies:
1. Assess the various career options in the hospitality industry in terms of your career goals.
2. Identify appropriate curricular and professional work experience options for desired career choices.
3. Identify the purposes, strategies, and results of the hospitality industry as a whole and its various segments.
4. Recognize the various components of each segment of the hospitality industry and how they interrelate.
5. Assess your individual skills and the skills of others in providing quality customer service.
6. Identify and discuss current industry issues
7. Assess your individual skills and the skills of others in providing quality customer service.
8. Analyze and evaluate the quality level of customer service in different hospitality settings

How you will be graded:

Midterm 1 30%
Final Exam 30
Research report 10 (turned in to )
Resume 5
Library exercise 5
Stock report 5
Personality research 5
Participation (I-Clicker) 10 (Based completely on I-Clicker participation)

NOTE: Cellphones and Translators are not allowed during tests.

TENTATIVE SCHEDULE Students are expected to have read assigned chapter(s) before class
Class Day Date Class Activities
1 Th 9/24 Course Introduction, Syllabus
Blackboard orientation
I-Clicker registration
Day 1 PP
Personality / Library assignments-on Bb
2 T 9/29 Chapter 1: Hospitality Spirit
Chapter 2: Tourism

3 Th 10/1 Chapter 3: Hotel Business

Guest Speaker 2:00 Tengemana Thumbutu, Academic Advisor –Road map
Personality paper due

4 T 10/6 Chapter 4: Rooms Division

1:50 Guest Speaker Ms. Patricia Duran, Personality workshop

5 Th 10/8 Chapter 5: Food and Beverage Operations

Guest Speakers: 2:00 Donna Dannon & student rep–scholarships/clubs
Library exercise due

6 T 10/13 Chapter 6: The Restaurant Business

Chapter 7: Restaurant Operations
Guest speaker 2:00 Writing Center (Chad)

7 Th 10/15 Chapter 8: Managed Services

College grad PP
Midterm review
If you have a resume, bring to Oct. 22 class!
Hand out – Start, stop, change

8 T 10/20 Midterm; 882-E Scantron

If you have a resume, bring to Oct. 22 class!

9 Th 10/22 Chapter 10 Recrecation, Theme Parks, and Clubs

2:00 Resume workshop – Ms. Patricia Duran

10 T 10/27 Chapter 12: Meetings, Conventions and Expositions

Guest Speaker Ms. Mollie Moore, Darden Restaurants

11 Th 10/29 No class – work on Research paper

12 T 11/3 Chapter 13 Special Events

2:00 Guest speaker Ms. Megan Stang, student leadership

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13 Th 11/5 Chapter 14: Leadership and Management
Tour RKR

T 11/10 Chapter 15: Planning

Research paper due
Go over Stock report (due 12/1)
Resume example
2:00 Guest speaker Art Barajas, GM, South Hills Country Club

14 Th 11/12 Chapter 16: Organizing

Elevator exercise

15 T 11/17 Chapter 17: Communication and Decision Making

Resume due
Hospitality issues PP

16 Th 11/19 Chapter 18 questions

2:00 Guest speaker Ms. Joy Tafarella, Finances

17 T 11/24 No Class. Work on stock report due Dec. 1

Th 11/26 No class Thanksgiving

18 T 12/1 Chapter 19: Control
Stock report due

19 Th 12/3 Final review

Final Th 12/ 11 Final 11:30 am to 1:30 pm 882-E Scantron

EXAMINATIONS: Exams will cover information in the chapters assigned and all material covered in class including
guest speakers. Questions can include multiple choice, true/false, matching and/or fill in the blank. Scantron Form
882-E is required for all examinations. Be sure to bring a #2 pencil(s) with eraser(s).

Participation: Your participation grade will be based on I-Clicker reports

Grading Scale:
A 100 – 93.0 A- 92.9 – 89.5
B+ 89.4 – 87.5 B 87.4 – 83.0 B- 82.9 – 79.5
C+ 79.4 – 77.5 C 77.4 – 73.0 C- 72.9 – 69.5
D+ 69.4 – 67.5 D 67.4 – 63.0 D- 62.9 – 59.5
F Below 59.5

C= Minimums met. Average work. Satisfies task, nothing more.

D= Some minimums not met. Below average work
B= Paper completed with better than minimum requirements. Above average work. Not treated simply as a
A= Excellent in every way. Thoughtful, with obvious pride. Not treated simply as a task

 Those students caught cheating during an exam or on other written assignments will receive a "0" for the
exam or paper. Both the person giving and the person receiving information are considered equally cheating.
Academic integrity also applies to the plagiarizing of papers prepared by previous groups.
 Your research paper will be submitted to an on-line anti-plagiarism website.

ATTENDANCE: Attendance is expected, but not required.

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PARTICIPATION, ATTENDANCE, AND TARDINESS POLICY: Students are expected to come to class on time,
be prepared, and engage in class discussions.
PROFESSIONALISM: Professionalism is expected during class. Cell phones must be turned off during all class
sessions. Please do not open laptops when we have guest speakers

ACADEMIC INTEGRITY: Cheating and plagiarism are unacceptable and contrary to University policy. Students who
are found to be copying or using written materials without giving credit to the original authors will receive a grade of F
for the assignment. This sanction applies to those who give information as well as those who accept it.
COURSE SUCCESS: I am committed to assisting you in achieving success in this course. If you have any questions,
concerns, or special circumstances that need to be addressed, please speak with me.

Ground rules:
• Unless arrangements have been made PRIOR to a scheduled test, absence will result in a grade of zero.
• All assignments are due on or before the date and time scheduled, otherwise grade will be zero.
• All assignments must be typed, otherwise grade will be zero.
• Exams will cover information in the chapters, readings and other activities assigned and all material covered in
class including guest speakers.
• No extra credit
• Laptops must be closed when we have guest speakers

Commit to:
1. Attend every class, on time and fully prepared.
2. Be an active listener during lectures. Active listening requires total concentration, asking
questions, expressing doubts and demonstrating through nonverbal communication that I am
3. Ask questions when I don’t understand and express my disagreement when I feel I must.
However, always be courteous.
4. Take notes.
5. NEVER CHEAT in this class. This makes the true statement of who I am.
6. Practice initiating hospitality skills in this class and on campus. Eye contact, smile and the
friendly word.
7. Act enthusiastic when I arrive at work (class) matter how I feel. Enthusiasm is the stuff
from which leadership is made. It galvanizes humans into action.


• INDIFFERENCE: The cancer of relationship, usually nonverbal or an act of omission.

• TARDINESS: Coming late to class. When lateness is unavoidable, no problem. Call ahead and tell me you must be
• A “PUSHOVER”: Someone who agrees with everything and stands for nothing.
• DISCOURTESY: People who lack the ability to show respect for others. They ignore the feelings of others. They
don’t say “please” and “thank you,” they wear hats in class, put their feet on the seats in front of them and interrupt,
or talk, when others are speaking.
• VICTIMS: People whose lives are miserable and always think it’s someone else’s fault.
• NEGATIVITY: Negative people who usually view the outcome of actions as failures.
• STUDENTS WHO MISS THE FIRST DAY OF CLASS. Orientation is essential.
• NOT LIVING UP TO YOUR WORD. If you commit, just do it!
• CELLPHONES : Turn off when you get in class
• Using your laptops when there is a guest lecturer
• Speaking too softly to be heard

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There are over 150 four year universities and colleges teaching the
business of hospitality with an estimated 4,000 graduates each year.

When you graduate, you will face a recruiter who has many applicants competing
for the same job that you want.

It is my job and yours to see that you’re the one who gets the job.

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